Reservation Agent

**Responsibilities**:

- _General: _
- It is part of your role to understand and comply with all corporate and hotel policies and standard operating procedures.
- The MOHG Code of Conduct requires that all business activities and decisions comply with the general law, including all rules, regulations, and other requirements.
- It is part of your role and your responsibility to fully support all learning and development activities.
- You shall take all reasonable steps to safeguard stored information and not divulge or otherwise transfer any personal data concerning the guests, customers, or colleagues, or any confidential information concerning the hotel unless with the appropriate authority.
- Use of the hotel’s network, computers, or internet access that is in the hotel’s view unreasonable or inappropriate, for example, gambling, chatroom, or pornographic material, is a serious breach of hotel policy and grounds for summary dismissal.
- Support and adhere to all policies & procedures relating to safety, soundness, and sustainability at Mandarin Oriental.
- Ensure compliance with the MOHG Social Media Policy, i.e., to be fully responsible for the content you publish on any social media platform, including your site.
- Mandarin Oriental, Riyadh has zero tolerance on all forms of harassment or discrimination, i.e., it is strictly forbidden to discriminate based on gender, disability, including physical or medical condition, race, color, religion, national origin, ancestry, citizenship, age, sexual orientation, marital status, or for any other reason.
- To carry out any additional duties requested by management related to hotel operational activities.
- _Departmental Duties:_
- Answer the hotel’s main telephone number and connect guests and colleagues to the correct telephone extension.
- Greet all callers with warm and sincere greetings.
- Process and confirm guest reservations made by clients for Rooms, F&B, and Spa.
- Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers.
- Accommodate and document special requests.
- Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input all reservations into the computer, record all pertinent information and attend to inquiries, complaints, and requests regarding reservations.
- Maintain complete knowledge of
- All hotel features/services, and hours of operation.
- All hotel restaurant food concepts, dress code, and ambiance.
- All hotel room types, numbers/names, amenities, and locations.
- Scheduled daily group activities, names, and locations of meeting/banquet rooms.
- Remain up to date with all the promotions in and around the hotel and follow established procedures to process all room reservations, rates, confirmations, hotel facilities, etc.
- Maintain an established filing system for all correspondence and collate reports as required by the Revenue & Reservations Manager or Assistant Manager.
- Organize visa requests for hotel guests as per hotel policy and upsell whenever an opportunity is identified.
- Monitor telephone system problems and alert pertinent departments in an effort to correct said problems expeditiously to prevent guest dissatisfaction.
- Communicate with security as necessary in the event of an emergency.
- Ensures all requests are handled in the time frame set by the company.
- _Customer Focus:_
- Supports customer loyalty and property brand standards by delivering service excellence throughout each customer experience.
- Ensure the information provided to guests is accurate and individualized.
- Monitor customer satisfaction regularly and resolve any outstanding issues to ensure future business.
- We help our customers grow their share of the account.
- Builds strong relationships with customers, Guests, and Team Members to fully understand their needs and effectively serve them.
- Handles guest complaints and disputes.
- _Colleague Relations:_
- Ensures an excellent working relationship with all colleagues within the hotel.
- Leads by example in fostering positive employee relations and demonstrating values.
- Effectively communicates with other departments, especially Sales, Front Office, and Banqueting.
- Utilizes all available on-the-job training tools for employees.
- _Administrative Duties_
- Maintain the system, ensure all the bookings, rates and market codes are up to date, and ensure all key accounts are in profile track and accurate.
- Ensure all policies and procedures are understood and adhered to.
- Attends weekly and monthly department meetings and prepares accordingly.
- _Additional Duties:_
- Conducts site visits as required by hotel operation.
- Participates in client entertainment with the sales department as required.
- Joint sales call with the team as required.

**Requirements**:

- Strong Communication Skills.
- Previous experience within a 5-star hotel.
- Flexibility with shifts.